), a provider of hosted call center solutions and content/data services for the telecom industry, announced the launch of its OASIS Smart-Station and OASIS Smart-Station for Microsoft (News
) Dynamics CRM products. Both the applications together provide a highly integrated environment for handling of calls and customer contacts, thereby enabling efficient customer management.
OASIS Smart-Station offers a fully integrated agent desktop environment. The application offers complete telephony and media management — by presenting all required applications and services for the purpose in the tabbed views approach. Individual tabbed views are provided in the application — for each agent application, which are easily visible and available. When a call arrives, the respective tabs automatically pop-ups and will be configured ready for use by the agent. This feature enables agents with simplified service delivery.
OASIS Smart-Station is part of VoltDelta’s OASIS contact center suite of products. OASIS contact centre is a fully featured contact centre automatic call distributor (ACD). Key features of contact centre ACD include: skills based routing; support for both legacy telephony and VoIP with SIP signaling; integrated call recording; integrated IVR; and media blending for non-voice traffic such as e-mail and SMS.
The OASIS Smart-Station for Microsoft Dynamics CRM implementation takes advantage of the OASIS Smart-Station’s tabbed views approach, in order to provide a number of additional screen pops for account-related information and other services. This implementation offers rich and flexible computer telephony integration (CTI (News
)) interface between the OASIS contact centre package and the Dynamics CRM system. computer-telephony integration (CTI) provides instantaneous screen pop of the customer’s details on call arrival, which are based on either the caller’s telephone number or use of other information that the customer may have provided to an OASIS self-service speech application.
The call notes that are entered into OASIS Smart-Station are automatically attached to the contact’s record in Microsoft Dynamics CRM implementation. Even the information of the calls made on OASIS is automatically stored into Microsoft Dynamics CRM application.
The OASIS Smart-Station for Microsoft Dynamics CRM’s also features automatic screen pop-up with separate browser window for customer’s website. The window shows customer location with a map and Virtual Earth display - based on the customer’s address. It can even perform an Internet search to provide further details.
The Microsoft Dynamics CRM’s users are also provided with “click to connect” button for immediate call dialing via OASIS. Even other users of Microsoft Dynamics can make use of this functionality in their applications and later can make use of it in conjunction with OASIS on-call hosted contact centre service.
According to VoltDelta, the integration between the two applications leverages advanced tools and approaches, such as the use of Microsoft’s Presentation and Communication Frameworks (WPF & WCF) in it.
VoltDelta is a wholly owned subsidiary of Volt Information Sciences. The company designs, develops, integrates, markets, sells, leases, licenses and maintains computer-based directory assistance software and systems and other database management and telecommunications services. It also offers carrier-grade hosted call routing and automation services for call centers — for both legacy TDM and VoIP call transport.
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Jayashree Adkoli is a contributing editor for TMCnet. To read more of Jayashree's articles, please visit her columnist page.
Edited by Mae Kowalke